IT Service Management System Measurement using ISO20000-1 and ISO15504-8: Developing a Solution-Mediated Process Assessment Tool to Enable Transparent and SMS Process Assessment

Abstract

Information technology is about not only hardware, software, communication infrastructure and communication infrastructure but also how to manage services. Information technology plays an increasingly important role in developing the structure and functions of public and private sectors. Service measurement plays an important role in IT service management (ITSM) that is one of the subfields of Services Computing science. ITSM is a big part of service science, a science field that combines computer science, operation research engineering, business strategy, management science, and organizational theory. Performance measurement from each of IT services is absolutely needed and is important in the continuous development of ITSM. These research provide good technical knowledge about the measuring ITSM with some requirements. In this paper we suggest the metrics in each service processes enables organizations to predict a direction for active process enhancement and to identify if the goal of process can achieve. This objective process metrics based on ISO/IEC 15504-8 and PRM ISO/IEC 20000-4 refinement. The output of this research, in the form of metrics and tools for any type organizational use.

IT Service Management System Practices in Kenya

“…ISO/IEC 20000 aims to ensure that IT services are delivered with consistent quality, meeting both customer needs and business objectives cost-effectively (Van Der Haven, 2020). Objectives and Plans: ITSM objectives should cascade from broader business goals, and there need to be actionable plans in place to achieve these objectives (Herring, C., Johnston, K., and Willows, G. (2014) Management Review: Top management formally reviewing the status and effectiveness of the SMS at planned intervals (Asrowardi, Putra, Subyantoro and Mohd Daud, 2018).…”

An IT Service Management Literature Review: Challenges, Benefits, Opportunities and Implementation Practices

“…Many IT organizations that have an ITSM framework implemented consider process assessments a difficult challenge, with this "act" of assessment important for continuous ITSM improvement [57]. However, process assessment methods are expensive and timeconsuming [35].…”

“…This challenge leads to the hard planning of an implementation and also results in lack of knowledge. Furthermore, these frameworks are criticized for not supporting and demonstrating how organizations should assess their processes [47,57], being difficult to improve and produce maturity [20], which by itself will not create the benefits that should be created.…”

Modelo de gestión de servicios de cómputo en la nube para las compañías de consumo

“…Otro trabajo es el de Asrowardi et al (2018) que permite sustentar el uso de una metodología cualitativa como punto de partida y terminar con un método cuantitativo, para la evaluación de gestión de servicios de ITSM. Es este estudio se argumenta que la tecnología de información no solo es relativo a hardware o software, infraestructura de comunicación, pero también de administración de servicios.…”